Online Customer Service Training Course

Duration 2 hours

Last audited 10th February 2023

CPD Approved
Customer Service Skills
For me
For teams
  • 100% online training

  • Start when you like

  • Learn on any device (desktop, mobile or tablet)

  • Instant assessment and result

  • 1 learner per course

  • Train teams of all sizes

  • Bulk discounts starting at 10% off 10 courses

  • Learn on any device (desktop, mobile or tablet)

£25 +VAT

include vat

Includes a 10% discount for 10+ courses

This online Customer Service Course is designed for anyone who works with members of the public face-to-face, over the phone or via email, social media or live chat. The course will enable you to maintain the highest standards of customer service at all times and ensure your customers have the best experience with you, facilitating repeat business and positive recommendations.

Throughout the course, you'll learn about common issues you might face and how to resolve them, how to communicate effectively, and how to ensure you're operating in accordance with company policies and procedures.

100% online training

Access anywhere

Same day digital certificate

Printed certificate posted next working day

Full audio voiceover

Unlimited assessment attempts

Developed by experts in Core Skills

Accredited by CPD

What you'll learn

By the end of this course, you will:

  • Understand the impact that both excellent and poor customer service has on your customers.
  • Know how to communicate effectively with customers - in person, over the phone and via written mediums - including how to identify customer needs and build rapport with them.
  • Understand the common problems and complaints you may face in a customer service role, how to handle complaints efficiently, and how to deal with difficult or dissatisfied customers.
  • Recognise the importance of following company policies and procedures, such as those for data protection, equality and diversity, and keeping within brand guidelines.
  • Understand why obtaining customer feedback is important and how you should respond to comments and reviews, whether good or bad.

Training you can trust

  • Course Content
  • Assessment
  • Suitable for

Module 1: The Importance of Customer Service

Types of customer service, first impressions, the impact of excellent and poor customer service, and barriers to good customer service.

Module 2: Communication Skills

How to use body language, listening and questioning skills, building empathy, rapport and emotional intelligence, and identifying customer needs and expectations.

Module 3: Problem-Solving Skills

Handling customer complaints and problems, dealing with abusive behaviour and difficult customers, and identifying dissatisfied customers.

Module 4: Policies and Procedures

Company policies and brand values, data protection regulations, equality and diversity law, acting on customer feedback, and staff training.

The online assessment is taken on completion of the training material. You will be asked 15 multiple choice questions with a pass mark of 80%. The answers are marked automatically so you will instantly know whether you have passed. If you don't pass don't worry! You can take the test as many times as you need with no extra charge.

This Customer Service Training Course is suitable for anyone working in a customer service role, at all levels of employment, who wishes to improve their service skills. This includes professions that deal directly with customers face-to-face, over the phone or via email, social media or live chat. Examples include, but are not limited to:

  • Receptionists, admin assistants and front-of-house staff
  • Education administration staff
  • Call centre workers
  • Online support staff and online retailers
  • Tradespeople and self-employed workers (builders, plumbers, cleaners etc)
  • Security personnel

Course reviews